Evidence in support replies
Keep observed facts, proposed plans, original errors and customer instructions consistent.
Write a support update from observed facts rather than a suspected cause
Match each customer-facing claim to the evidence actually obtained.
Separate an internal proposed plan from an agreed customer instruction
Keep proposal, accepted plan and completed action distinct when preparing a reply.
Explain an error in Chinese while preserving its original identifier
Write a helpful local explanation without changing the evidence used to find the reported error.
Resolve contradictory support instructions already sent to a customer
Check what the customer followed before issuing one corrected instruction and retiring the conflicting advice.